Workforce Analyst-Richmond,VA

Ever wonder what it takes for a business to process credit card payments? Interested in helping small business owners do more with their point-of-sale systems? At Bank of America Merchant Services, we?ll help you become a payments expert. We?ll show you the intricacies of payment processing, eCommerce and security solutions so that you can become a trusted partner for a variety of small businesses.

Every day, we deliver innovative solutions that help small business owners across the U.S. better serve customers, manage operations, accept digital payments and ultimately grow their businesses. Formed in 2009 by powerhouse brands Bank of America and First Data, we?ve grown to process more than 16 billion transactions at approximately 529,000 merchant locations in 2017 alone. We?re a leader with deep expertise and momentum.
Bank of America Merchant Services is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.

The Workforce Real-Time Analyst is responsible for scheduling and real time statistics to ensure optimized performance of the call center staff. The Workforce Analyst is responsible for maximizing service levels while minimizing cost by adhering to the staffing models. The Workforce Analyst will generate and manage schedules, handle real time adjustments.

Essential Functions


  • Optimize breaks and lunches as part of scheduling.

  • Work with workforce team and management on shift bids, holiday scheduling and vacation planning.

  • Review occupancy versus availability to ensure balance.

  • Provide recommendations for the best times for off phone activities.

  • Handle adherence keying (training, quality, meetings, events, absenteeism, etc.)

  • Post associate schedules.

  • Answer sick lines, document calls and track.

  • Review revised staffing needs, contact agents to fill voids in schedules.


  • Monitor the queues throughout the day and make any adjustments need to support the call volume.

  • Ensure volumes are allocating correctly and SLAs are being met between Spokane and Coral Springs.

  • Make recommendations on voluntary overtime and voluntary time off within the site based on the day?s activities and shrinkage.


  • 3+ years of experience in workforce management forecasting and scheduling

  • Solid understanding of contact center workforce management tools and theories

  • Strong quantitative and analytical skills

  • Detail oriented and possess strong project management and organizational skills

  • Ability to work independently

  • Ability to work under pressure and meet deadlines

  • High degree of verbal and written communication skills and the ability to effectively and concisely present information at all levels of the organization


  • Experience with ASPECT Workforce Application

  • Experience with IEX Workforce Application

  • Experience with Avaya and CMS reporting

  • Understand call center telephony technology and call routing


  • Proficiency in Microsoft Office Suite, with strong emphasis in Excel.


  • Infrequent travel may be occasionally required for training or meetings.

    This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.



Bank of America Merchant Services ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer?s legal duty to furnish information.

Nearest Major Market: Richmond
Job Segment:
Bank, Banking, Project Manager, HR, Call Center, Finance, Technology, Human Resources, Customer Service


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